Customer Relations Officer
(Regulatory Compliance & Customer Enquiries)
Location: Reading - Hybrid
Department: Customer Relations
Contract: Initially 6 months contract with a possibility of getting extended
About the Role
We are looking for a committed and customer-focused Customer Relations Officer to support the Customer Relations Team Leader in delivering a high-quality, compliant, and responsive service.
You will play a key role in managing and coordinating a wide range of regulated customer enquiries, including complaints, Freedom of Information (FOI) requests, Subject Access Requests (SARs), Ombudsman cases, MP enquiries, and GDPR-related matters. Acting as a first point of contact, you will ensure enquiries are assessed accurately, allocated appropriately, and responded to within statutory timescales.
This is an excellent opportunity for someone with experience in a regulated, customer-facing environment who enjoys problem-solving, maintaining high standards, and making a positive difference to customer experience.
Key Responsibilities
*Manage a caseload of complex and sensitive customer enquiries in line with legislation and internal procedures
*Act as a first point of contact for customers, responding professionally across multiple channels
*Assess, log, prioritise, and allocate enquiries to the appropriate service areas
*Liaise with colleagues across the organisation to ensure timely, accurate, and compliant responses
*Track progress and provide clear updates to complainants throughout the process
*Carry out quality assurance checks to ensure responses meet defined standards
*Resolve issues at first point of contact where possible
*Identify trends and opportunities for service improvement and contribute to best practice
*Maintain accurate records using CRM, EDMS, and reporting systems
What We’re Looking For
*A good general level of education, including GCSE (or equivalent) English and Maths, or demonstrable relevant experience
*Experience working within a customer relations or regulated service environment
*Strong understanding of complaints handling and information governance processes
*Excellent written and verbal communication skills
*Ability to explain complex regulatory information clearly and sensitively
*Confident case management and strong organisational skills
*High level of IT literacy, including Excel, CRM, and electronic document management systems
*A professional, calm, and compassionate approach to dealing with customers from diverse backgrounds
*Commitment to equality, diversity, and continuous service improvement
Have the expertise and experience??
APPLY NOW!!
Alternatively contact Muzna Naqvi at Reed Reading office